FAQ's

Q:Why should I choose The Furniture Shack

A: With 20 years experience in the industry, we are confident that we can offer the best value

Q: I have just placed my order online, now what happens? 

A: Thank you for your order, our representatives will process your order and will contact you asap via email or phone to confirm a delivery time prior to the items being dispatched from our warehouse.

Q: We live in rural QLD and have a holiday unit interstate, do you deliver to either of these areas?

A: Yes, we deliver Australia wide. Simply add your items to the shipping cart & use our easy online shipping calculator at the bottom of the cart to get our best rate. We have negotiated reduced shipping rates to selected depots around Australia. If we cannot deliver to your door, we will offer the option of pickup from the nearest depot ensuring the best shipping rate possible.

Q: Why do your freight rates vary so much?

A: When we manufacture items we build for comfort, quality and style - not for shipping. Whilst this creates a logistical nightmare for us it means you recieve the best value outdoor furniture in Australia - that not only looks great on screen - but wows you once delivered. Because some of our items are built this way we are unable to just ship out a box with the cheapest courier. We work closely with furniture handlers Australia wide to secure the best rates. We subsidise rates to ensure everyone in Australia has access to our products and we pick, pack and organise logistics lightning fast.

Q: Are your stores based only in Brisbane?

A: For our full list of stores and trading hours click here 

Q: I have just placed my order, when will my items be delivered?

A: For Brisbane areas our delivery service is available Mon-Fri, Sunshine Coast is generally on Wednesdays and the rest of Australia will be advised when processing the order.

Q: Do you offer a refund or exchange if I change my mind or if the items are faulty?

A: We follow the QLD Office Of Fair Trading for all of our customer service practices. We do not give refunds for change of mind, however we do exchange or offer a credit note. If you receive a faulty item, you may choose a refund or exchange when the item:

  • has a problem that would have prevented someone else from buying the item if they know about the fault
  • is unsafe
  • is significantly different to the sample or description
  • does not do what we said it would do, or what you asked for and cannot be easily fixed

Alternatively, you can choose to the keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. All other complaints will be assessed on a case by case basis, please contact our friendly team for assistance. Please keep your proof of purchase (eg. receipt).

Q: I am not a fan of putting furniture together especially if there are no instructions. Will my furniture arrive assembled?

A: You will be pleased to hear that 85% of our furniture comes without any assembly required and is as easy as opening the box, removing any internal wrapping and you are ready to go.

Q: Can I pay for my order over the phone or in store using my card?

A: Yes you sure can. Our stores offer over the phone and in store payments using VISA or MASTERCARD. We also take cash payments in store. Online we take payments through PAYPAL, VISA, MASTERCARD or via bank direct deposit.

Q: I am wanting my furniture now, however I want to pay it off over 12 months, can I do that?

A: Yes, we have a quick and easy approval process with Humm Interest Free. Please click here to apply.

Q: Our house wont be ready for several weeks, can I do a layby?

A: Yes, we do offer 6 week layby on majority of our furniture, please contact our friendly staff to find out more.

Q: I am looking for a new and exciting career opportunity, what is the best way to apply?

A: We have a great, vibrant team & from time to time a position may come available in one of our Brisbane and Sunshine Coast stores. Please send your enquiry to office@thefurnitureshack.com.au

Q: I would like to buy online, how safe is it to use my credit card details?

A: All credit card payments are processed through Paypal secure online payments who are the world leader in payment safety. To find out more about the Paypal secure payment facility, please click here. 

 

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